Epic Fail: What not to do to your customers

computer screen with text reading: [fail]

It seems that customer experience is slipping on the list of business priorities these days. Growth is slowing in many sectors as markets become saturated. There is more pressure than ever to drive revenue and returns on investment. Cuts and compromises must be made. But customers are not expendable! Without customers, there can be no business. In the past week, …

What’s in a name? Value vs. monetisation.

Pump and bucket

Names matter. Years ago, back in the salad days of the late noughties/ early teens, there was a conversation I had  with a whole lot of startup founders. It was a conversation about money, specifically how they would make some. Their investors were starting to ask for returns. As is my way, I sat down with some of these founders …